The primary component of the Knowledge Base is a Solution.
Some of the properties of a FootPrints Solution are:
Workspace-based—Solutions are
records which reside in the Workspace database but which have special attributes
(detailed below).
Public
or Internal—A
Solution can be categorized as a Public
Solution, accessible to both customers and Agents, or Internal,
accessible only to Agents.
Can
be Categorized—Solutions
can be categorized using the Workspace fields for the particular Workspace.
These categories can be used to make FAQ (Frequently Asked Questions)
lists that group Solutions.
Generic—Solutions contain
no contact (Address Book) information.
File
Attachments—Solutions
can contain file attachments, enabling the Agent/administrator to make
patches or other documents available to users.
Can
be Approved—Agents
can be required to receive approval before a Solution is published to
the Knowledge Base or can be restricted from creating Solutions at all.
There are two ways
to make a Solution:
From Scratch
—Solutions can
be made from scratch by Agents as long as the user has permissions to
do so.
From an
Existing Issue—When
an Agent closes an Issue, a Solution can be added to the Knowledge Base
with some of the information from that Issue. The original Issue
remains intact; the Solution receives a new reference number.
In addition to creating solutions from scratch or from
resolved Issues, Solutions can be imported into the Knowledge Base.